Role Description The Help Desk Operations Coordinator (Dispatcher) is the heartbeat of our service desk. You keep the day running — fielding escalation calls, routing tickets to the right technician, and making sure work is moving in real time. This is not a behind-the-scenes coordination role; you are actively engaged throughout the day, removing blockers, managing urgency, and holding the line on process. You will be the first call when something goes sideways and the steady hand that makes sure it gets resolved. - Ticket Triage and Dispatch — monitor the queue in real time, assign tickets to technicians, and ensure SLAs are not at risk. - Escalation Call Handling — answer incoming client escalation calls and coordinate resolution with the technical team. - Quality Assurance — verify that automation routing, assignments, and scheduling are executing correctly throughout the day. - Onsite and 3rd Party Contractor Scheduling — coordinate field visits and external vendor scheduling as needed. - Board Management — manage the help desk board to zero daily, resolving holds and blockers proactively. - GMS Support and Escalations — participate in weekly GMS meetings and manage non-technical client escalations. - Inventory Receiving and Shipping — coordinate incoming and outgoing hardware as needed. - Morning Huddle — run the daily morning huddle with the service desk team. - Backup Coverage — serve as backup for technician onboarding and documentation quality assurance. - Manage and maintain onboarding and training content as needed. Qualifications - 2+ years of experience in a dispatch or service coordination role, preferably at an MSP. - Enough hands-on IT knowledge to assess ticket severity intelligently — you understand the difference between a password reset and a server outage, and you triage accordingly. - Familiarity with help desk and PSA platforms; ConnectWise Manage experience preferred. - Comfortable reading and interpreting technical notes, alerts, and escalations without needing everything translated for you. - Strong written and verbal communication skills — you can translate urgency to a technician and calm to a client in the same breath. - You have a high sense of urgency without losing precision. You know the difference between fast and sloppy. Requirements - Real-time ticket triage and dispatch — assigning the right ticket to the right technician at the right time. - Ability to manage multiple open queues simultaneously without losing track of priority or SLA risk. - Strong customer service orientation, including de-escalating client frustration on live calls. - Ability to communicate clearly with both technical staff and non-technical clients. - Attention to detail in ticket documentation, scheduling, and follow-through. - Ability to follow and enforce detailed operational processes, and flag when something is off. - Collaborative — you work well across a team and don't hoard context. Benefits - Work remotely Monday - Friday, 40 hours a week (no weekends). - Vacation: 10 business days a year. - Holidays: 5 National Holidays a year. - Company Holidays: 5 Company Holidays a year (Christmas Eve, Christmas Day, New Year's Eve, New Year's Day, Zipdev Day). - Parental Leave. - Health Care Reimbursement. - Active Lifestyle Reimbursement. - Quarterly Home Office Reimbursement. - Payroll Deduction Purchase Plans. - Longevity Bonus. - Continuous Learning Bonus. - Access to Training and Professional Development Platforms. - Did we mention it's REMOTE?!!

Role Description The Help Desk Operations Coordinator (Dispatcher) is the heartbeat of our service desk. You keep the day running — fielding escalation calls, routing tickets to the right technician, and making sure work is moving in real time. This is not a behind-the-scenes coordination role; you are actively engaged throughout the day, removing blockers, managing urgency, and holding the line on process. You will be the first call when something goes sideways and the steady hand that makes sure it gets resolved. - Ticket Triage and Dispatch — monitor the queue in real time, assign tickets to technicians, and ensure SLAs are not at risk. - Escalation Call Handling — answer incoming client escalation calls and coordinate resolution with the technical team. - Quality Assurance — verify that automation routing, assignments, and scheduling are executing correctly throughout the day. - Onsite and 3rd Party Contractor Scheduling — coordinate field visits and external vendor scheduling as needed. - Board Management — manage the help desk board to zero daily, resolving holds and blockers proactively. - GMS Support and Escalations — participate in weekly GMS meetings and manage non-technical client escalations. - Inventory Receiving and Shipping — coordinate incoming and outgoing hardware as needed. - Morning Huddle — run the daily morning huddle with the service desk team. - Backup Coverage — serve as backup for technician onboarding and documentation quality assurance. - Manage and maintain onboarding and training content as needed. Qualifications - 2+ years of experience in a dispatch or service coordination role, preferably at an MSP. - Enough hands-on IT knowledge to assess ticket severity intelligently — you understand the difference between a password reset and a server outage, and you triage accordingly. - Familiarity with help desk and PSA platforms; ConnectWise Manage experience preferred. - Comfortable reading and interpreting technical notes, alerts, and escalations without needing everything translated for you. - Strong written and verbal communication skills — you can translate urgency to a technician and calm to a client in the same breath. - You have a high sense of urgency without losing precision. You know the difference between fast and sloppy. Requirements - Real-time ticket triage and dispatch — assigning the right ticket to the right technician at the right time. - Ability to manage multiple open queues simultaneously without losing track of priority or SLA risk. - Strong customer service orientation, including de-escalating client frustration on live calls. - Ability to communicate clearly with both technical staff and non-technical clients. - Attention to detail in ticket documentation, scheduling, and follow-through. - Ability to follow and enforce detailed operational processes, and flag when something is off. - Collaborative — you work well across a team and don't hoard context. Benefits - Work remotely Monday - Friday, 40 hours a week (no weekends). - Vacation: 10 business days a year. - Holidays: 5 National Holidays a year. - Company Holidays: 5 Company Holidays a year (Christmas Eve, Christmas Day, New Year's Eve, New Year's Day, Zipdev Day). - Parental Leave. - Health Care Reimbursement. - Active Lifestyle Reimbursement. - Quarterly Home Office Reimbursement. - Payroll Deduction Purchase Plans. - Longevity Bonus. - Continuous Learning Bonus. - Access to Training and Professional Development Platforms.

Role Description SAIC is looking for outstanding IT candidates to join our Defense & Civilian Sector in support of the Federal Aviation Administration Integrated Service Center (FAA ISC). This role can be worked remotely from anywhere WITHIN the US. - Responsible for the daily and long-term asset management of IT computer hardware within the organization - Accurately manage and maintain IT Asset Management (ITAM) databases and records - Ensure quality control for all data collected and recorded - Assist with developing and maintaining processes, policies, and standards related to ITAM across the organization - Conduct research and analysis across multiple ITAM databases to identify and track IT assets - Communicate directly with customers and/or business stakeholders in relation to IT assets - Update incidents and tasks through the ServiceNow ITSM Tool Company Description SAIC® is a premier Fortune 500® mission integrator focused on advancing the power of technology and innovation to serve and protect our world. Our robust portfolio of offerings across the defense, space, civilian and intelligence markets includes secure high-end solutions in mission IT, enterprise IT, engineering services and professional services. - We integrate emerging technology, rapidly and securely, into mission critical operations that modernize and enable critical national imperatives. - We are approximately 24,000 strong; driven by mission, united by purpose, and inspired by opportunities. - SAIC is an Equal Opportunity Employer. - Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.5 billion. For more information, visit saic.com . For ongoing news, please visit our newsroom .

• Manage day-to-day IT operations for a remote workforce of approximately 40 users. • Provide Tier 1/Tier 2 user support for hardware, software, access, connectivity, Microsoft 365, Teams, SharePoint, OneDrive, email, endpoint, and account issues. • Manage the help desk/ticketing process, including intake, prioritization, resolution, documentation, escalation, and reporting. • Support onboarding and offboarding of employees, contractors, and consultants, including account creation, permissions, device provisioning, license assignment, data retention, and access removal. • Image, configure, ship, recover, and maintain company-issued laptops using secure and repeatable processes. • Maintain endpoint standards, including patching, encryption, antivirus/EDR, configuration baselines, local admin restrictions, vulnerability remediation, and inventory tracking. • Manage remote device administration using tools such as Microsoft Intune, Autopilot, Defender, Entra ID, and related endpoint management platforms. • Coordinate with external IT, cybersecurity, licensing, hardware, and compliance vendors as needed. • Administer Microsoft 365 GCC High, including user accounts, groups, licenses, permissions, Exchange Online, Teams, SharePoint, OneDrive, Entra ID, Conditional Access, MFA, and security policies. • Monitor and maintain cloud security configurations, including identity, access, device compliance, data loss prevention, audit logging, and retention policies. • Support secure collaboration with customers, subcontractors, consultants, parent-company users, and affiliated users where applicable. • Maintain administrative documentation, configuration records, change logs, and standard operating procedures. • Support the company's ISO/IEC 27001-certified information security management system, including policies, procedures, risk assessments, evidence collection, internal audits, corrective actions, management reviews, and continuous improvement activities. • Lead or materially support the company's effort to achieve and maintain CMMC Level 2 compliance. • Maintain documentation required for CMMC, including the System Security Plan, POA&M, asset inventory, policies, procedures, control evidence, access reviews, incident response records, training evidence, vulnerability management records, and configuration baselines. • Manage and enforce the company's BYOD policy. • Monitor user access, endpoint health, suspicious activity, and compliance posture. • Support incident response, including user account compromise, lost or stolen laptops, phishing events, malware alerts, unauthorized access, and data exposure incidents. • Maintain disaster recovery, backup, data retention, and business continuity procedures relevant to cloud systems and endpoints.